Coronavirus (COVID-19) - Information for patients and visitors

Find the latest advice on our Visiting Restrictions and exemptions here

Mask Guidance

Advice for patients attending an outpatient appointment

Advice for patients attending an outpatient appointment

Advice for patients attending an inpatient appointment

Advice for patients attending an inpatient appointment

Do you have an appointment at one of our hospitals?

Please help us to keep you safe and follow any instructions on Covid-19 precautions

Although Covid related rules in many parts of day-to-day life are being eased, we are still asking patients coming in to our hospitals for an operation or another planned procedure to take a number of important steps to keep themselves, our staff and other patients safe from the continuing risks that Covid-19 poses.

If you are booked in for an appointment, please read any instructions you receive carefully and continue to follow them. Depending on why you are coming in that might include:

  • Social distancing in the fortnight leading up to your appointment and self-isolating for a shorter period before you come in
  • Attending for a pre-appointment Covid-19 test
  • Making sure you follow good hygiene procedures and let us know if you experience any Covid symptoms.

Patients whose medical history or other factors make them more vulnerable to the effects of Covid-19 might be advised to take additional precautions.

All of this information will be shared with you in advance, and it is important that you follow fully any guidance you receive from the team caring for you.

Thank you

Advice for Maternity patients

Advice for children coming into hospital

Advice for children coming into hospital

  pdf You can read all the advice for children coming into hospital here (2.59 MB)

This animated video for children aims to support families and children by explaining what happens when you are tested for coronavirus. The video addresses some of the fears children may have about being tested and provides a clear outline of the testing process.

Virtual visiting

Virtual visiting

Virtual Visiting - allowing patients to have vital contact with their nearest and dearest via Facetime and Skype - is now up and running at the Alexandra and Worcestershire Royal Hospitals, thanks to the donation of over 130 iPads.

The iPads have been donated by various businesses and charities, including Network Rail, the Friends of Worcestershire Royal Hospital, Worcestershire Health and Care Trust and Worcestershire Acute Hospitals Charity. The Trust has also received funding for iPad mobile carts and iPad stands to make them suitable for use in areas such as Intensive Care.

If you would like to organise a call with a loved one please contact the ward directly to organise a time.

If you are unable to contact the ward please speak with one of our Patient Services team on 0300 123 1732 or you can email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Family And Carer Engagement Service (FACES)

Family And Carer Engagement Service (FACES)

Our ward staff are really busy at the moment, so we've set up a new service to help them focus on caring for patients, while also keeping you updated if your loved one ends up in hospital.
Our new Family and Carer Engagement Service will work as a single central service for queries about your relative, ensuring you get a timely response to your questions, and our ward staff can stay focussed on the job of caring for your loved one.

Family and Carers might use the service to make an enquiry such as:

  • “Can you please just let me know if mum had a goodnight?”
  • “Is there anything my dad would like sent in from home?”
  • “Can you check if my friend needs any clean clothes and if they have any washing that needs collecting?" 
The service is now in operation between 8am - 4pm, Monday to Friday, so if this applies to you, please call 0300 303 5366 and our team will do the rest!

Essential Care Package Delivery Service

Essential Care Package Delivery Service

Our volunteers can support with the delivery of small gifts and personal belongings to your loved ones on wards

With compassionate and restricted visiting in place, we have put in place a small gift and essential care package delivery service, supported by our volunteers so that relatives, friends and carers can deliver essential care packages to their loved ones. You might like to bring in cards, slippers, small cartons of juice, confectionery, books and toiletries, for example.

We ask you to only bring in non-valuable items (any items deemed valuable may be refused by security). This is because we are unable to take responsibility for items. Flowers and plants will not be accepted.

Friends and relatives can drop small parcels, Monday to Friday, 10:00–15:00 to the following locations:

  • Worcestershire Royal Hospital main entrance
  • Alexandra Hospital main entrance

On arriving with small packages, friends/relatives are asked to complete a form with the details of the patient and the package and sign a disclaimer.

All packages will need to be put in a “Patient Property” bag which will be provided and sealed and labelled with the patient’s name and ward. We will ask for the name of the person who has brought in the items and ask you to list the items you have brought in.

Please do not bring large or bulky items into the hospital for your relatives. Any items should be able to fit into the bedside locker otherwise they will prevent effective cleaning of the patient bays. We cannot accept packages that are larger than a standard carrier bag. Large suitcases, hold-alls and bags will not be accepted, nor will other large items such as cuddly toys or duvets.

If you bring in items outside these hours we may be unable to deliver the items the same day and we will need to safely store them. Items cannot be delivered on the weekend. If you have any questions about this service, please contact our Volunteer Hub on 01905 733159.

We do hope this service brings additional support and comfort to patients, relatives and carers at this difficult time.

Letters from Home

Letters from Home

As all but essential visiting has been suspended on our hospital sites during the ongoing coronavirus situation, we’d like to make it easier for you to keep in touch with your friends or family members while they’re in hospital.

Many patients will be able to pick up the phone and call or message their friends and family members themselves.  However not all will be able to do this. 

If you would like to send a message or a letter to a loved one who is currently an inpatient in one of our hospitals please email it to This email address is being protected from spambots. You need JavaScript enabled to view it.

If you would like to post a letter, please address the envelope ‘Letters from Home’, followed by the relevant hospital name, then the ward name, and postal address.

Important information

  • At the beginning of your letter or message, please list 
    • The patient’s full name
    • The patient’s date of birth or address, if known
    • The hospital site and ward
  • We will only accept messages addressed to specific patients from their family members or friends. We will not accept letters addressed to an anonymous patient, and will be unable to pass them on
  • Please note, email is not a guaranteed secure method of communication. Personal or sensitive information is sent by email at the sender’s own risk.
  • Matrons will deliver your letter to the ward. If the patient is well enough, they can read it themselves. If not, a member of hospital staff will read it to them.
  • We will acknowledge the receipt of your letter or message if you send it by email, but we will not be able to confirm if that message has been read.  However if there is a problem in identifying the patient or delivering the letter we will let you know.

Patient and Relative Support line

Patient and Relative Support line

Are you in need emotional support? 

The Patient and Relative Support Helpline is here to listen.

We offer: 

  •  A listening ear
  •  Confidentiality
  •  Acceptance 
  •  Support

Call us on 0300 303 3544 to speak to the support team.

The patient and relative support line is an extension of our Chaplaincy service and offers 24/7 emotional support and a listening ear to any patient in our hospitals at this difficult time, or for their relatives. Manned by our Chaplaincy team and a team of committed chaplaincy volunteers, it is a confidential service which we hope can give comfort if and when it may be needed.

Free WiFi

Free WiFi

Patients who wish to access the free WiFi during their stay will need to sign up by filling in their details on the free WiFi landing page. Choose “NHS Wi-Fi” in WiFi settings on a smartphone, tablet or laptop to access the landing page.

Privacy notice on Covid-19 for Patients and Service Users

Privacy notice on Covid-19 for Patients and Service Users

This notice describes how we may use your information to protect you and others during the Covid-19 outbreak. It supplements our main Privacy Notice which is available here.

The health and social care system is facing significant pressures due to the Covid-19 outbreak. Health and care information is essential to deliver care to individuals, to support health and social care services and to protect public health. Information will also be vital in researching, monitoring, tracking and managing the outbreak. In the current emergency it has become even more important to share health and care information across relevant organisations.

Existing law which allows confidential patient information to be used and shared appropriately and lawfully in a public health emergency is being used during this outbreak. Using this law the Secretary of State has required NHS Digital; NHS England and Improvement; Arms Length Bodies (such as Public Health England); local authorities; health organisations and GPs to share confidential patient information to respond to the Covid-19 outbreak. Any information used or shared during the Covid-19 outbreak will be limited to the period of the outbreak unless there is another legal basis to use the data.  Further information is available on here and some FAQs on this law are available here.

During this period of emergency, opt-outs will not generally apply to the data used to support the Covid-19 outbreak, due to the public interest in sharing information.  This includes National Data Opt-outs.  However in relation to the Summary Care Record, existing choices will be respected. Where data is used and shared under these laws your right to have personal data erased will also not apply.  It may also take us longer to respond to Subject Access requests, Freedom of Information requests and new opt-out requests whilst we focus our efforts on responding to the outbreak.

In order to look after your health and care needs we may share your confidential patient information including health and care records with clinical and non clinical staff in other health and care providers, for example neighbouring GP practices, hospitals, pharmacies and NHS 111. We may also use the details we have to send public health messages to you, either by phone, text or email. If your care is transferred to another organisation we will share your health data to support your continued care.

During this period of emergency we may offer you a consultation via telephone or video-conferencing. By accepting the invitation and entering the consultation you are consenting to this. Your personal/confidential patient information will be safeguarded in the same way it would with any other consultation.

We will also be required to share personal/confidential patient information with health and care organisations and other bodies engaged in disease surveillance for the purposes of protecting public health, providing healthcare services to the public and monitoring and managing the outbreak.  Further information about how health and care data is being used and shared by other NHS and social care organisations in a variety of ways to support the Covid-19 response is here.   

NHS England and Improvement and NHSX have developed a single, secure store to gather data from across the health and care system to inform the Covid-19 response. This includes data already collected by NHS England, NHS Improvement, Public Health England and NHS Digital. New data will include 999 call data, data about hospital occupancy and A&E capacity data as well as data provided by patients themselves.  All the data held in the platform is subject to strict controls that meet the requirements of data protection legislation.  

In such circumstances where you tell us you’re experiencing Covid-19 symptoms we may need to collect specific health data about you.  Where we need to do so, we will not collect more information than we require and we will ensure that any information collected is treated with the appropriate safeguards.

We may amend this privacy notice at any time so please review it frequently.

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